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CEC Supervisor – Operations

3 months ago

Franklin, United States Loews Reservations Center Full time
Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their "uniquely local" community in order to curate exciting, approachable and local travel experiences for guests.

Essential Functions & Responsibilities 

  • As a functional Manager on Duty, Supervisors will monitor engagement volume and direct CEC Team Members as required and be available for reservations support calls.
  • Actively monitors daily call volume and minimizes abandonment through data-informed floor management; intervenes where necessary to redirect team assets or attention.
  • Maintains agent availability and adherence to the schedule (breaks, ACW, tardies, etc ).
  • Assists in coordinating time and attendance tracking for all teams within the CEC. Coordinates and communicates information and staffing updates with the leadership team as necessary.
  • Monitors all channels of guest engagement by Customer Engagement Center team members; ensures professionalism, brand standard language and overall quality as defined within each department's goals and standards.
  • Ensures timely and accurate communication with the Assistant Manager of Operations Systems and those impacted of systems updates, outages, changes and functionalities.
  • Serves as a first point of escalation for guest issues, ensuring they are handled promptly and professionally with appropriate documentation.
  • Actively engages the team: listening for and focusing on their distinctive set of issues to anticipate their systems and operations-related needs.
  • Engages the team with courtesy, respect, generosity, and professionalism while ensuring that issues and challenges are handled promptly with genuine care and escalated when necessary.
  • Collaborates with other CEC Managers and leaders to identify exceptional performance, education gaps and sub-standard engagement from team members.
  • Builds strong relationships with other CEC leaders as well as property representatives and other Loews and external stakeholders, ensuring that their needs are met and concerns addressed in a timely manner and with an unmistakable sense of courtesy, generosity and professionalism.
  • Establishes and maintains thorough and professional communication with our properties and other internal Loews departments (such as IT), ensuring that all team member requests are clearly noted and documented in the appropriate system.
  • Proficient in assigned guest engagement-facing roles (Travel Planning, Guest Services, Group Sales, etc.) and the communication channels used by each.
  • Additional individual supervisory tasks will be assigned on an as-needed basis. Supervisors can expect those tasks to be documented for purposes of clarity and accountability.

Requirements:

  • Demonstrated ability to read and communicate effectively and professionally - both writing and speaking - in English and any other dialect or language identified in the employee agreement.
  • Proficient in assigned guest engagement-facing roles (Travel Planning, Guest Services, Group Sales, etc.) and the communication channels used by each
  • Robust understanding of and a commitment to continual learning regarding active systems utilized by CEC team.
  • An individual who is self-directed and self-motivated while being team focused. 
  • An active contributor to a collaborative and cooperative working environment.
  • The ability to maintain confidentiality.
  • A demonstrated willingness to maintain professionalism and composure while making sound business decisions in stressful situations.
  • Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.
  • A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
  • Proficiency in windows-based computer programs to include e-mail (Outlook), internet and word processing applications (Word).
  • Strong computer skills and ability to learn new computer applications.

Preferred:

  • Previous experience as a supervisor or manager in a similar sized operation

Educations: High school diploma or equivalent

Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.